In a first-of-its-kind pizza study, Domino's dominates in speed, mid-sized chains outperform large chains in friendliness, and the Convenience segment outperforms 6 out of 10 brands in taste

OTTAWA, ON, March 3, 2025 /PRNewswire/ -- Intouch Insight, in partnership with PMQ Magazine, has released its inaugural 2025 Pizza Delivery-Carryout Study, analyzing customer experience across large and mid-sized pizza chains as well as convenience stores—an emerging player in the pizza space.

Examining leading pizza brands—from large chains like Domino's and Papa Johns to mid-sized players like Hungry Howie's and MOD Pizza, alongside two leading convenience store brands, this Intouch Insight study evaluates how the brands perform across key customer experience metrics, including speed, accuracy, and service. The results reveal that while large chains excel in order accuracy, mid-sized brands outperform the large chains in friendliness, and convenience stores are proving to be a real competitor in the carryout space.

"Pizza brands are no longer only competing with each other. Their domination of food delivery has eroded with the expansion of delivery options which opened the door for other restaurant categories, convenience stores, and grocery retailers to claim their slice of the pie," says Sarah Beckett, VP of Sales and Marketing at Intouch Insight. "Our study highlights how seemingly small factors—like a warm greeting or speedy delivery—can have a big impact on customer satisfaction, loyalty, and ultimately, sales."

Key Findings:

• In-house delivery wins – Restaurant-employed delivery drivers were 2 minutes and 38 seconds faster than third-party drivers, with overall satisfaction 19% higher for brand delivery services.
• Automation isn't always better – Fully automated phone orders resulted in lower satisfaction (82%) compared to when an employee handled the entire order (87%).
• Human interaction still matters – Overall satisfaction was 73% higher when employees at pickup were friendly and 65% higher when order takers were personable.

With increasing competition and shifting consumer expectations, pizza brands would benefit from delivering a seamless, high-quality experience at every touchpoint—from ordering to the last bite.

What's covered in the report:

• Key Metrics: Satisfaction, Speed of Service, Accuracy, Temperature, Quality, Friendliness
• Segment Comparisons: Large chains vs Mid-sized chains vs Convenience Store segment; Carryout vs Delivery; Brand employed drivers vs Third-party delivery drivers; Brand comparisons
• Operational Benchmarks:
  • Order experience: Use of call centers; Call automation; Glitches in online ordering
  • Carryout experience: Greeting and parting remarks; Staff attentiveness, interactions, and use of electronic devices
  • Delivery experience: Driver interactions; Parting remarks; State of the vehicle
  • Quality: Food temperature; Pizza adequately cooked; Toppings evenly distributed
• Brands evaluated: Pizza Hut, Little Ceasars, Domino's Pizza, Papa Johns, Marco's Pizza, Jet's Pizza, Donatos Pizza, Blaze Pizza, MOD Pizza, and Hungry Howie's—plus two leading convenience store brands

Download the full report here https://www.intouchinsight.com/resources/studies/the-future-of-pizza/

About Intouch Insight

Intouch Insight provides customer experience solutions to multi-location businesses, helping them achieve operational excellence and exceed customer expectations. The company offers data collection and analytics services across multiple touchpoints, including customer surveys, mobile forms, mystery shopping, and operational and compliance audits. Founded in 1992, Intouch Insight serves over 300 well-known brands.

SOURCE Intouch Insight